Member activity

CI member launches mobile complaints app in India

06 Jun 2012

Consumers Association of India (CAI)

CI member CAI India has turned to new media technology to help solve the problem of handling consumer complaints.

To make the process of collecting and managing complaints easier and much quicker, CAI has developed a mobile phone app that allows consumers to submit their complaint where and when they first encounter the problem.

In the past, CAI found that consumers may not have known how to complain, or indeed, if they were even allowed to. Now, consumers have immediate access to a system of redress.

Here's how it works: first, consumers download the app from the CAI website. When they have a complaint, they are asked to fill out details-with photographic evidence if necessary-and click submit. A text message is then sent to the consumer confirming receipt of the complaint.

The app is proving very popular and, as a result, CAI has been inundated with complaints. To solve this problem, CAI has developed a Complaints Management System (CMS) to help them sort through and respond to complaints in a timely manner.

Now, CAI is offering the app and the CMS to any CI member organisation that is experiencing similar issues with managing consumer complaints.

For more information about this, contact CAI directly: www.caiindia.org

Download CAI's PowerPoint presentation on their complaints app, delivered at the recent CI regional meeting.